#1 most frequent
United States of America
60.0%367 installations of 612
What is SysAid?
SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.
Categories & Use Cases
Media
1 / 6
Screenshot of Monitoring & Fine Tuning - Gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Areas for Improvement
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9
Who Buys & Uses SysAid
#2 most frequent
Canada
8.5%52 installations of 612
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
6.4%39 installations of 612
Pros
- Robust AI capabilities for self-service and agent support
- Efficient IT help desk and ticketing system
- Detailed reporting and analytics capabilities
Cons
- Complex and time-consuming customization/configuration
- Occasional platform stability issues and bugs
- Limited remote control feature capabilities
SysAid
Use Cases and Deployment Scope
We use it for asset management and ticketing service for all IT needs.
lo usamos para la gestión de activos y el servicio de tickets para todas las necesidades de TI
lo usamos para la gestión de activos y el servicio de tickets para todas las necesidades de TI
Pros
- asset management
- help desk
- deployment
Cons
- agility in implementation
- attention times and channels
- specialized support
- Excellent app for team System
Return on Investment
- the negotiation was fast and with trained personnel
- when SysAid was implemented it was done in quick time
- the support they provide us is excellent and with highly trained people
- They could improve the licensing so that it was longer
SysAid is loved in our company I couldnt find abetter solution.
Use Cases and Deployment Scope
SysAid helped us manage all of out IT assets. We always had much trouble keeping good track of them. It also helped us greatly with our HelpDesk needs, and it also even has a built-in remote desktop solution, making us save a lot of money with external remote desktop solutions.
Pros
- Asset management of different types of equipment
- Helpdesk solution with great customization of forms and options
- Built-in Remote desktop solution
- Integration with other systems
Cons
- The built-in remote desktop sometimes is a little slow
- Even if it has a good responsive UI, a native Android app would be nice
- Better Managment UI response times
Return on Investment
- Our clients are very happy with the faster response times
- Our IT department has all the company assets organized
- We can unify all our needs in one solution
Alternatives Considered
GLPI
Other Software Used
Alfresco, NGINX, Idwall, Zabbix, WordPress
Great tool for efficiency and case monitoring
Use Cases and Deployment Scope
SysAid is an essential tool for our technology services team to track, monitor and manage support tickets for our employees. It provides regular case updates and tracking capabilities via the SysAid portal and through email so all parties involved are aware and understanding of where every request is in its progress towards completion.
Pros
- Provides a platform for users to submit tickets
- Performs communication and updates via multiple channels in an automated fashion
- Provides reporting on project/case status
Cons
- Duplicate updates and status alerts
- Confusion around which path to submit cases
- User interface is relatively outdated
Return on Investment
- We’ve seen immense efficiency gains for tech services by using the platform
- This has helped our team prioritize and track requests/follow ups
Solid, Affordable, IT Managment Tool for the Education Sector
Use Cases and Deployment Scope
About 10 years ago we deployed SysAid to unify our support helpdesks across 5 academized Schools who, at the time, all used physical books to request IT support. As each school was brought into the Academy Trust we used this opportunity to centralize our newly created support team and utilized SysAid as our IT management tool. SysAId helped us build a support team and underpin it with a solid, affordable communication tool for our end users.
Pros
- Provides a user friendly GUI for our End Users
- Provides our Support Team with a solid array of IT management tools
- Affordable solutions to the education sector
Cons
- Reporting Suite is developing well but has been difficult in the past to pull data together easily
- The education on-prem product has restricted customizations, branding is limited basically
- Upgrades are multi step, (not rolled up to latest release, multiple version upgrades are required) and this increases our downtime for maintenance
Return on Investment
- Higher end user engagement
- Standard/Centralized support/Tools
- Quicker MTTR
Other Software Used
VNC Connect, Microsoft Teams, PaperCut
Why choose SysAid
Use Cases and Deployment Scope
It's our support ticketing and tracking system as well as a central location for asset management and our IT knowledge base.
We also have the ability to use it to alert when an asset becomes unavailable.
We also use it for analytics as it pertains to trouble tickets and time to resolution
We also have the ability to use it to alert when an asset becomes unavailable.
We also use it for analytics as it pertains to trouble tickets and time to resolution
Pros
- Support Ticketing/Tracking
- Hardware Asset management/tracking
- Also useful for SLA/SLM management
Return on Investment
- Cost savings as compared to other products
- Employee satisfaction with support capabilities
- tracking \ logging capabilities make it a time saver
Alternatives Considered
ManageEngine ServiceDesk Plus, Atlassian Jira and Nagios XI
Other Software Used
Microsoft 365, SolarWinds Security Event Manager (SEM), Citrix DaaS
